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In the article losing face from the economist print edition (Nov 6th 2008) the author talks about the bad effects of social networks, talking about two airline cases.
The first airline, Virgin, fired 13 members of the crew on 31st of October becuase they have posted comments critizing the safety of some planes or the customers looking describing them as “chavs”. On the other hand British Airways staff described on-line their customers as “smelly” and “annoying”.
What this shows is, if the education that the staff receives, is enough to avoid this embarassed situations or if the tools to vent frustuations are working correctly.The answer will be not and companies will have to encourage more to reinforce the message of : customers are the most important thing.
Endly some PR agree that prevention should be the best way to fight against this cases by going on more closely on online activity.